Fractional customer operations
An operator on your team, without the full-time hire.
I work with you end to end: I fix the process first, coach the people who run it, and only then add the tools.
Sounds familiar?
Your customers
- Support tickets pile up faster than your team can answer them.
- Every new customer gets a different onboarding, and too many leave in the first 90 days.
How the business runs
- Everything still goes through you, the founder.
- The business runs on spreadsheets, copy-paste and memory.
- Leads and follow-ups slip because nobody uses the CRM properly.
Your team
- Your first managers were promoted for doing the job, not for managing.
- You need to hire for ops or support, and you do not know what good looks like.
If two of these sound like you, we should talk.
What I work on
Customer operations
Onboarding, support, customer success, retention and voice of the customer. SLAs, handoffs and reporting that hold up as you scale.
Process and structure
How work flows across the business, who owns what, and the numbers you review each week.
People and coaching
Coach your first managers and your ops lead. Hiring plans and team design.
Tools and automation
AI tools, automation and custom software, when the process is ready for them.
Sales process too: playbooks, CRM setup and pipeline reviews.
What I don't do: lead generation, outbound automation or paid ads.
What a month looks like
- A weekly working session with you.
- Hands-on work between sessions, not just advice.
- A monthly review of the numbers that matter.
- On-site days when you need them, at a day rate.
What leaders say
"Peter's support was the launchpad for some of the fastest professional growth of my career. He helped me with understanding my own value, managing senior stakeholders, and fostering the potential of others. As a result, I've become a more impactful leader. Peter's experience and insight were invaluable when tackling some of the intricacies that come with large, rapidly scaling teams."
"Pete was a hugely influential figure in guiding me to the next position of my career. His profound expertise in leadership and situational management not only provided me with invaluable insights but also empowered me to navigate complex challenges with a heightened sense of impact and a broader perspective. His guidance has been instrumental in my growth and development."
"Honestly the best manager I've had the pleasure of working with. During my time working with Peter, he gently pushed me into management through coaching and training. He also worked with underperforming reports and successfully helped them become valued members of their team. I'd gladly work with Pete again any time of the day."
How it starts
- 1
Scoping Day: a full day of deep discovery and straight advice.
- 2
Deep dive and a working plan.
- 3
Monthly support, with a minimum term of 3 months.
From £1,000/month
- Minimum term 3 months.
- On-site days at a day rate.